Complaint Details

Status	:	Closed
Complaint No	:	0038088/2015
Category	:	Travel
Date	:	30-01-2015
Subject Line	:	An international complaints regarding Make My Trip
Complainant	:	AU CHEUK WING
Address	:	KMC be jai hostel
Complainee	:	Make my trip
Address	:	MakeMyTrip India Pvt. Ltd., Tower A, SP Infocity 243, Udyog Vihar, Phase 1 Gurgaon, Haryana - 122016, India

Complaint Details
Dear Depratment of Consumer Affaris,

My name is Cheukwing Au, I am a Hong Kong, SAR China resident. Last month, I brought my tickets though an indian traveling agency named make my trip. Yet ,my ticket got cancelled by them and I got no refund. I called them for at least twenty times to follow up the matter. But each time they avoid me using a different excuses or put me on hold. They had canceled part of my ticket due to which I was stranded in Delhi airport. I have not received any refund for the ticket they cancelled nor have I receieved the money back for the new plane I had to book which they promised would pay for. On the top of calling them, I have also submitted official complaints to their websites and emailed them multiple times and I have still yet to get a proper response from them. Due to this mishap by their part, I have lost 24000 rupees of my money. Details are shown as follow.

I had booked a back and forth plane ticket from Hong Kong to Mangalore and then Mangalore to Hong Kong.
After booking my ticket, Make My Trip sent me another email regarding a schedule change and sent me a new ticket with revised timings. But this ticket would not work since there were problems with the plane timings which you can see for yourself. I have attached the ticket with the schedule change.
Due to this, I called Make My Trip support line and asked them to fix the error on the new ticket I had received and in a few days, they sent me this email after fixing the errors.
Greetings from MakeMyTrip!

We apologize for the inconvenience caused due to delay at our end.

This is in reference to your booking id NN230396709129. Please note that we tried to call you on this number 9731220414 however we were not able to get in touch with you request you share with us your alternate number ,Please check below mentioned alternate is avaliable:

AI 317 U 22DEC 1 HKGBOM 1800 0055
AI 665 H 23DEC 2 BOMIXE 1055 1215
AI 680 V 18JAN 7 IXEBOM 1255 1420
AI 660 V 18JAN 7 BOMDEL 1700 1905
AI 310 U 18JAN 7 DELHKG 2315 0630

Please revert us back can we confirm the alternate?

We value your business with us and look forward to assist you with all your travel plans.

For any further assistance we are available round the clock on our toll free number 1-800-11-8747 (MTNL/BSNL) / 1-800-102-8747 (Airtel) / 95124-4628700 (Any Landline).You may also write to us through reply email or writing toInternationalbookings@MakeMyTrip.com or visit us at www.MakeMyTrip.com.

We care for you and value your business with us and look forward in assisting you with all your future travel plans.

Yours Sincerely,
Abhinay Thakur | Customer Service Team
MakeMyTrip.com
243 SP Infocity, Udyog Vihar Phase I
Gurgaon -122016 (Haryana)
All Major Mobile Operators: 1800-102-8747
Tel: 0124-4628747, 0124-2898747
E-Fax number is 0124 – 4781801
E-mail: Internationalbookings@MakeMyTrip.Com

You are welcome to write to our management with feedback about our services athttps://support.makemytrip.com/customer_complaint/new_complaint.aspx?pcode=CustomerSupportHeader

As you can see, Make My Trip has sent the fixed version of the ticket. And I had confirmed that this new ticket is now OK.

I also email to ask about the missing flight on my last eticket make my trip sent it to me which my last flight, from delhi to Hong Kong is missing.
Yet I have no reply.
And then something Odd had happened. While i was traveling back from Mangalore to Hong Kong on January 18. I had got on the Mangalore to Mumbai flight and then the Mumbai to Dehli flight. But after i reached Dehli, the airlines (Air India) told me that my Dehli to Hong Kong flight ticket was cancelled. I had never cancelled any ticket of mine.
Due to this, i was stuck in the Dehli airport for over 24 hours. I called the Make My Trip support line all night and over the next day trying to find a solution to this problem.
their support team was of no help whatsoever.

In the morning i called the support line and got in contact with their team member, who's name was Nitesh. I told him of what had happend and asked him to fix this problem. He believed it was an error on the airlines end, so he made a conference call between, himself, an Air India support member whose name was Chetan, and me.
The Air India support member informed us that it was Make My Trip who had cancelled my last ticket from Dehli to Hong kong. I was never informed of this and i had not even got my refund from this cancellation that Make My Trip had done without my permission.

Now it was obvious that this was all Make My Trips fault. Nitesh then told me that he would get incontact with the right department and fix the problem and asked me to call back in one hour. I called back in an hour and tried to get in contact with Nitesh once again but he was conveniently "unavailable" so i repeated this problem to another team member of them whos name was Abhilash. He promised me that he would fix the problem, and get me a refund and book me a ticket from Dehli to Hong kong so that i can leave the Dehli airport. And he then told me to call back in one hour.

I did as told, and called back in one hour. I tried to get in contact with abhilash and Nitesh. But once again, both of your team members were "unavailable". So then i was talking to another team member of yours whos name was Chetan Kumar. I repeated my story to him and this time he tells me that there is nothing he can do and told me to just by myself another ticket with my own money. Which is completely ridiculous. He then told me that he will investigate this matter and that if this really was Make My Trip's fault, then they would refund me the amount i spent on buying a new ticket.

So i bought myself a new ticket for Jan 19th.
After I headed back Hong Kong for over a week. I kept sending emails and calling them to follow up the refunds as I mentioned before, yet no actual action is ever done.Being an international customer, I am very disappointed at this service provider and as well as the indian companies. I hope you can help to investigate this matter and urge make my trip to refund me the ticket fee as soon as possible.


Sincerely,
AU CHEUK WING.

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